Claims Propositions and Customer Experience Specialist

Allianz UK; Greater London; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

Annual performance related bonus

Contributory pension scheme

Development days

Staff discounts

Job summary

Allianz UK is seeking a customer-focused professional to join the Claims Customer & Propositions Team. You will shape and enhance the claims experience by turning customer and market insight into meaningful improvements across all lines of business.

This hybrid role involves influencing strategic decisions, collaborating with senior stakeholders, and strengthening the claims proposition. You will conduct research, identify trends and opportunities, and translate findings into actionable

Qualifications

• Customer and market research to generate valuable insight.
• Identify trends, root causes, risks and opportunities to improve the customer claims experience.
• Collaborate with stakeholders across Claims and the wider business to develop meaningful insight about our customer offering.
• Present findings and recommendations confidently to senior stakeholders.
• Lead or support strategic initiatives that enhance the claims proposition.

Responsibilities

• Carry out customer and market research to generate valuable insight across Claims.
• Identify trends, root causes, risks and opportunities to improve the customer claims experience.
• Collaborate with stakeholders across Claims and the wider business to develop meaningful insight about our customer offering.
• Help build and continuously develop a strong, market-leading claims proposition across all lines of business.
• Present findings and recommendations to senior stakeholders.

Skills

Relationship building

Customer focus

Research & analysis

Trend analysis

Presentation

Cross-team collaboration

Change delivery

Reports & MS Office

Facilitation workshops

Responsible AI usage

Education

Degree or equivalent

CII qualification

Job description

Role Description

We are looking for a curious, commercially minded and customer-focused professional to join our Claims Customer & Propositions Team. You will play a key role in shaping and enhancing the claims experience by turning customer, market and business insight into meaningful improvements that benefit both our customers and our organisation.

This is an exciting opportunity to influence strategic decisions, collaborate with senior stakeholders across Claims, and help strengthen our claims proposition across all lines of business.

Location

This role is based in our Birmingham, Milton Keynes, Guildford, London, Bournemouth, Chelmsford and Leeds office. Please note that this is a hybrid working role.

Salary Information

Pay: Circa £45,000 per year.Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.

About You

• You will carry out customer and market research to generate valuable insight across Claims.
• You will identify trends, root causes, risks and opportunities to improve the customer claims experience.
• You will collaborate with stakeholders across Claims and the wider business to develop meaningful insight about our customer offering.
• You will help build and continuously develop a strong, market-leading claims proposition across all lines of business.
• You will present findings and recommendations confidently to senior stakeholders.
• You will translate complex information into clear, actionable recommendations that drive improvements.
• You will identify and promote claims success stories internally and externally.
• You will lead or support strategic initiatives that enhance the claims proposition, e.g. Systems Thinking activities.
• You will identify opportunities to strengthen how customer feedback is collected, analysed and embedded into decision making.
• You will monitor external insurance market developments, competitor propositions and customer service best practice to identify opportunities for improvement.
• You will champion a customer-centric approach and help ensure the customer voice influences business decisions.

Essential Skills

• Proven ability to build effective relationships and communicate confidently with a wide range of stakeholders.
• Strong customer focus with experience of using insight to improve customer outcomes.
• Excellent research, analytical and problem-solving skills.
• Ability to identify trends, draw conclusions and develop practical recommendations from complex information.
• Strong presentation and storytelling skills with the ability to engage senior stakeholders.
• Experience collaborating across multiple teams to influence and deliver change.
• Ability to challenge established processes and promote innovative, customer-focused solutions.
• Experience preparing high-quality reports, presentations and business insight using Word, PowerPoint and Excel.
• Experience planning and facilitating workshops for a variety of audiences.
• Experience delivering change initiatives that have resulted in measurable customer benefit.
• Responsible Artificial Intelligence usage.

Desirable Skills

• Degree level education or equivalent professional experience.
• CII qualification.
• Experience within a claims, customer experience, propositions or insight-focused environment.
• Knowledge of customer journey mapping, voice of customer programmes or service improvement methodologies.
• Good understanding of Allianz UK and wider insurance market trends.
• Responsible Artificial Intelligence usage.
• Experience using customer and market insight to support proposition development.
• Understanding of Systems Thinking principles and their application within an operational environment.

We support the government scheme “Access to Work” please feel free to ask us about the access to work scheme.

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

• Flexible buy/sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Our Ways of Working

Do you need flexibility with the hours you work?

Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

Inclusive Support & Accessibility

At Allianz, we are committed to fostering building an inclusive, accessible workplace where everyone can thrive. As a Disability Confident employer, we welcome applications from disabled and neurodivergent candidates and offer tailored adjustments throughout the recruitment process and in the workplace, whether that’s assistive technology, ergonomic equipment, flexible working arrangements, mentoring or coaching. We want to encourage candidates to speak with us about any adjustments they may need. We’re here to support you.

If you have a disability or long‑term health condition and meet the essential criteria, you can choose to be considered through our Offer an Interview Scheme.

Closing date: 29/10/2026

We reserve the right to close the advert early if we reach enough applications.

Join us - Let’s Care for Tomorrow.